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About the Role

We seek a proactive problem-solver who can create a friendly and supportive experience for customers. As a REMS Specialist (Risk Evaluation and Mitigation Strategies), you will address non-clinical inquiries, triage adverse events and product complaints, using a provided FAQ resource, and document all details within the CRM system.

Work Schedule

This position offers remote work flexibility and requires working on a monthly rotating shift schedule with hours spread across the following: 8:00 AM–4:30 PM, 9:00 AM–5:30 PM, 10:00 AM–6:30 PM, and 11:30 AM–8:00 PM Eastern Standard Time. Candidates must be available to work all shifts within the rotation.

Key Responsibilities

Follow up on missing or updated information from stakeholders such as patients, healthcare providers, and pharmacies, ensuring accurate data entry, documentation, and safety reporting according to program standards.
Ensure precise and timely documentation of document and data handling, corrections, and communications.
Keep up-to-date with program guidelines and product or disease state knowledge relevant to assigned programs.
Analyze calls both before and after they occur to maintain quality assurance.
Handle inbound and outbound calls professionally, adhering to client protocols and business policies.
Identify potential issues and follow up with stakeholders to resolve them effectively.
Manage calls in a structured, organized, and professional manner.
Respond accurately to stakeholder queries and provide relevant education or information.
Escalate urgent or compliance-related concerns to the designated manager.
Deliver exceptional customer service consistently.
Troubleshoot information technology or technical questions as part of support.
Engage in program-specific training and ongoing development activities.
Assist in maintaining necessary project documentation.

Qualifications and Experience

A Bachelor's degree is highly preferred, though candidates with at least one year of healthcare call center experience may also be considered.
At least one year of recent experience in pharmaceutical or healthcare industries—such as roles like Medical Assistant, Nurse’s Aide, EMT, or health insurance company position—is strongly preferred.
Familiarity with medical terminology.
Experience in case management.
Strong listening skills along with clear written and verbal communication abilities.
A typing speed of 40 words per minute or higher.
Competence in computer operations and data entry, with an aptitude for quickly adapting to new software and systems.
Exceptional attention to detail.
Ability to prioritize tasks flexibly in response to program needs.
Preference will be given to candidates with over one year of call center experience related to pharmaceutical or healthcare sectors, specifically with REMS exposure.

Company Culture and Benefits

At Syneos Health, we are committed to fostering a diverse, inclusive, and authentic workplace culture. We encourage applicants even if their past experience does not align perfectly, recognizing the value of transferable skills. Our commercial teams offer an exciting, fast-paced environment with extensive opportunities for career advancement supported by abundant resources and autonomy.

Syneos Health has achieved remarkable growth, establishing more sales teams than the top 25 pharmaceutical companies combined over the last five years across key therapeutic areas. Joining us means contributing to innovative efforts that improve patients' lives globally.

Employment Terms and Benefits

This role is classified as an affirmative action and equal opportunity employer position inclusive of minorities, females, veterans, and disabled individuals.
Employees enjoy competitive compensation packages, including health benefits (Medical, Dental, Vision), a company 401(k) match, and flexible paid time off and sick time policies.
Compliance with applicable local, state, and federal sick leave laws is maintained, depending on work location.

Virtual Patient Support Specialist